Corporate Identity | Brand Standards | Quality Assurance | Branding & Marketing Strategy | Luxury Branding Consultant | Brand Guardian

- Branding & Marketing Strategy agency- Corporate Identity Strategy - Communication Design- Creative Events concept- Creative House- Branding Consultancy Corporate Branding:1. Brand Strategy & Development • Brand concept / Brand story • Brand name + slogan/tagline • Brand positioning • Brand personalities (Brand Mood & Tone)2. Brand Identity • Logo desig / Color identity / Font type • Graphic Identity • Manual Book & Usage guidelines • Media & materials templates3. Communication Strategy & Development • Communication Concept / Big Idea • Key Visual & Lay out design • Communication Plan & Content Development • Communication Channels 4. Creative & Material Development • Project full brochure • Direct Mail • Sales Kit Design

Provide tailor-made training courses on - Service from the Soul - Effective Complaints Handling Consultancy Services:- Customer-Centric - Customer Journey Management- Online Reputation Management- VOICE of Customer management - Brand Standards review and development - Brand DNA and Brand Loyalty - Service Quality management

- Responsible for all aspect in relations to the enrichment of guest experience, quality assurance, brand standards assurance, online & offline reputations management, including complaints handling- Oversaw guest feedback from every channel and made sure they're heard and promptly rectified. At the same time, collaborated with concerned HODs to improve shortcomings and prevent recurrence- Led and engaged in the process of both internal and external audits on Brand Standards and quality assurance- Established internal audits and engaged HODs and Mid-level Managers through conducting daily standard tests via IAuditor application- Developed and reviewed SOPs, internal policies, and provided guidance to HODs and teams in accordance with the Brand Standards and Brand Requirement to enrich guest experience along with increase productivity and guest loyalty- Led the daily meeting discussing the guest experience, issues to be rectified and reviewed policies and SOPs to be implemented to prevent recurrence- Gathered and analyzed data from different channels, including guest feedback, then conducted Quality Meeting on monthly basis- Conducted 2 mandatory trainings to employees from all levels eg: Service from the Heart and Effective Complaints Handling- Took part in recruitment process in recruiting all guest contacts positions- Collaborated with VP of Guest Experience from Paris HQ in reviewing Brand Standards across SO Hotels and Sofitel Luxury brandsWith strong background in luxury hotel operational management and proven records of achieved KPIs in driving RPS, NPS, Tripadvisor ranking, mystery shopper audits/Quality Assurance program, including conducting corporate trainings and strategizing plan & implementations of all aspects to improve guest experience.A graduate from IHMP 2016 (International Hospitality Management Program) or "Fast-Tracks GM corse" sponcsored by Accorhotels.

- Ensured guest's feedback from all channels are heard, responded promptly, and communicated shortcomings to all concerned teams for rectification- Managed online reputation platform TRUSTYOU on daily basis- Reviewed and developed best practices and SOPs for all operation teams to be in line with brand standards and guest's expectation- Established Guest Experience Programs, which help enhancing guest experience and loyalty for all departments - Established Employee recognition programs to build team engagement in prioritizing guest experience through encouragement and rewards- Conducted corporate trainings: Brand Values, Guest Experience on Orientation Day, and Service from the Heart- Presented in guest areas to meet and greet guests and to provide support to operation teams- Conducted training on Guest Experience tools eg: IAuditor and TRUSTYOU platform to Executive team, HODs and mid-managers- Conducted Monthly Quality Meeting with Rooms Division and F&B Division- Used and analyzed available data from every channel regarding guest feedback and regularly report to concerned teams and help finding strategies to overcome challenges.

- As Head Of Department, responsible for guest services department of 15 members- Oversaw concierge, doormen, luggage porters, and valet services.- Appointed as the first Guest Experience Manager to run the pioneer "Blue Water" project, which only ran in a few selected Four Seasons properties in developing creativity on enhancing guest experience.